Unanswered Roaming Calls - should they cost?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Unanswered Roaming Calls - should they cost?

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Linux

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#2014942 12-May-2018 21:24

KiwiSurfer:
Question: I have call forwarding for all incoming calls set up from my +64 number with 2degrees which forwards my calls to another +64 number with another NZ mobile provider. I am I correct in understanding that this calls will not routed to the roaming provider while overseas? And this will just be charged the usual domestic fees?

@KiwiSurfer If setup as CFU (call forwarding unconditional) then yes you are correct

If CFB (Call forward busy) CFNR (Call forward no reply) then they are treated as roaming calls

John

GGJohnstone

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#2015007 13-May-2018 08:58

Voicemail is a rip off. Charge twice for a one way conversation that will likely generate more calling. It cant be happening unless it is perpetuated by the company credit card attitude or business ethics:- the customer pays.

Get it switched off.

MrGadget

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#2015013 13-May-2018 09:23

tardtasticx: Voicemail while roaming is turned off by default. You’ve either answered calls inadvertently while roaming or setup voicemail while roaming. https://www.2degreesmobile.co.nz/help-and-support/mobile/products-and-services/voicemail/

Go into Your 2degrees, bring up the CSV for that billing cycle and look at the actual length of the call (not the billed length, that’s rounded to the nearest minute). If it’s like 2 seconds long then maybe it’s not right, but if it’s minutes then I’d be inclined to think it was answered accidentally without realising.

No joy - the csv file just shows “1” for each call. I can 100% guarantee I did not accidentally answer the calls (my phones call log supports these were unanswered - and theees 5 of them, be pretty hard to accidentally answer 5 calls!)
I’ve also never set up VM for international use... and that link states “Not everyone wants to receive voicemail while overseas as it can be costly” which implies that the calls would not be charged if unanswered.

Linux

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#2015014 13-May-2018 09:30

I think that 2degrees information might not be quite correct Voicemail would answer by default it's not something you would need to setup before roaming but disable before going away

John

MrGadget

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#2015017 13-May-2018 09:44

Linux: I think that 2degrees information might not be quite correct Voicemail would answer by default it's not something you would need to setup before roaming but disable before going away

John

It seems pretty black and white and is repeated on multiple pages eg https://help.2degreesmobile.co.nz/app/answers/detail/a_id/372
“To help you avoid unwanted costs, we'll automatically turn off your Voicemail when you head overseas.”

Linux

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#2015018 13-May-2018 09:49

I am sure @SaltyNZ could add some value here

John

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#2015139 13-May-2018 14:43

The best way to avoid such charges is to not travel.

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Trade NZ and US shares and funds with Sharesies (affiliate link).

tardtasticx

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#2015143 13-May-2018 14:49

I finished working at 2degrees about a month ago, in their call centre doing personal, biz and store support for mobiles.

Roaming disables voicemail by default except when on Vodafone NZ obviously.
If your phone is connected to roaming network, it rings then hangs up if you don’t answer. It doesn’t go to voicemail.

If your phone is off or out of service, it goes to voicemail as if you were in NZ and your phone was off. This is because when your phone isn’t connected to an overseas network, the call doesn’t leave 2degreees so it can be connected to voicemail at no cost.

If your phone says the call wasn’t answered then I’d call or email to speak with care and escalate it to see what the other teams can find.

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